IT Support Technician I

The IT Support Technician I provides excellent customer service for level 1 Helpdesk requests, providing first-line technical support to Jack Links end users. This role is responsible for handling incoming support requests via ticketing system, phone or email. IT Support Technician I troubleshoots hardware, software and process issues, escalating to higher levels of support when required.The duties and responsibilities of this position shall consist of, but not be limited to, the following:Respond to and resolve user issues within established SLA’s, in a professional and polite manner.Provide excellent customer service, tracking issues and providing updates as needed.Build and validate standard system builds for PCs/Laptops/Handhelds, etc. and their associated hardwareInstall, configure, and troubleshooting PCs/Laptops/Handhelds, etc. and their associated softwarePatch and maintain end user devices according to patch and security policies with the JLBJ environmentUtilize and update the enterprise ticketing system (Track-IT) to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems.Perform level 1, diagnosis, and resolution of technical problems for a variety of end users plus identify, test and implement corrective hardware solutions, including off-site repair, as needed.Escalate unresolved issues to level 2 support or appropriate personnel.Complete move, add and changes as requested by internal customers for end user compute devices and associated peripherals.Respond to customer issues through ticket system, email, phone and in person requests.Maintain an inventory of all computers, monitors, printers, scanners, etc.Track and maintain licenses in use and available for all end user devicesFollow identified incident and problem management procedures for use by the help deskProvide input into training materials and procedures, and/or train users in the proper use of hardware and software.Travel to other Jack Links locations as needed to provide technical support at those locations.Provide on-call, off-hours and weekend support as assigned to support the JLBJ staffPerforms other duties and responsibilities as necessary.